Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.06

4.1 Rating 2,621 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,621 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0345 656 1234

Email:

ocado@ocado.com

Location:

3 Bishop Square
Hatfield
AL10 9NE

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Ocado 1 star review on 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I just would like to know who has discovered this pointless virtual queue. Just let us log in and checkout and see that there are no available slots and that's end of the story. We will understand that you have no available slots in just 5-10mins. However waiting for endless virtual queue for hs everyday and not being able to access your website is really pointless and time wasting. I managed to access it after 3 days on constant virtual queue to only find out that there are no available slots. Why???? why do I need to wait that long for that? and plus you are emailing to let us know that you have available slots. Where are those? and why are you causing so much distress to people while you have no slots? the least you can do is to return the smart pass fee to all customers who are going through this distress and paying for nothing. Really disappointing and I have been a loyal customer for Ocado for a while now.”

Helpful Report

Posted 4 years ago

“What was the point of queuing up for hours online to attempt to book a slot, when your site would only show the next 3 days? Sorry, but for loyal customers, key workers, and the vulnerable, shoddy!”

Helpful Report

Posted 4 years ago

“What happened to loyalty to your customers? Have had a weekly delivery for years because I’m a carer and have a disabled person in the house, and now that I need it more than ever I can’t get one for love or money!”

Helpful Report

Posted 4 years ago

“Been a smart pass member with a regular reserved slot for years. Whoever is making decisions about online services at the moment (CEO has ultimate responsibility) for it's regular customers seems either incompetent or has decided to put greedy profits ahead of ethical standards. Why have reserved slots which customers have been paying for for many years being taken by new customers? Many regular customers have decided to pay for this service prior to current situation because they need to plan ahead on a regular basis regardless - not just when there is a national crisis. Why take on new customers, when it is clear that you are not coping with long time existing ones. Aren't there any regulations which stop this kind of thing happening in the UK? Absolutely appalled.”

Helpful Report

Posted 4 years ago

“I wait hours to edit an order. Then when I get down to a couple of minutes, they put me on another couple of hours. I tried for 3 hours ŷesterday before I gave up. I’m severely disabled, confined to a wheelchair and rely on Ocado. But I feel really let down.”

Helpful Report

Posted 4 years ago

“I understand from the reviews that our Ocado reserved slots have been taken away from us. We have been listed as 'vulnerable' and my husband is on the list of people who need extra help because of a terminal illness. If I go out shopping I could bring the virus in and basically kill my husband. I am disappointed, sickened and let down. I'm also very sick of the stupid and worthless emails that we are getting. We need help and support, which Ocado promise to give, and now they take away the lifeline of our reserved slot. We just don't know what to do or how to cope. Why haven't Ocado been honest about this? When I challenged them on it earlier they stopped speaking to me (via email). After 10 years with them, and what was outstanding service, they have wrecked their reputation by being evasive and by refusing to answer questions. Absolutely shattered by all this, where do we go now?”

Helpful Report

Posted 4 years ago

“Failing to honour reserved slots that customers have been using for year, impossible to speak to and when they do reply you receive a generic answer that explains nothing (And makes no sense). People have paid for smart passes but are now receiving no service. Used to be a 5 star company but have now become a shadow of their former selves.”

Helpful Report

Posted 4 years ago

“I have had for years a reserved slot with Ocado. When I came to update my order this week I found they have taken it off me without any notification. I can now not get a slot. When I complained I was told it was ‘to allow as many people to shop.’ Ocado you are a disgrace to loyal customers!”

Helpful Report

Posted 4 years ago

“Woke up early this morning and entered the virtual queue. After an hour I was asked to login. After logging in, I entered another virtual queue so that I could gain access the website. Another hour slips by and with”

Helpful Report

Posted 4 years ago

“So disappointed. Have been a customer for over 9 years and hold an Ocado Reserved slot. I was in a queue for over 2 hours only to find that my order has been cancelled as there are 4 items unavailable which is ridiculous as by order still totals over £90. I readded everything to my trolley but was not allowed to check it out as there were no delivery slots despite the fact that I have one reserved. I am nearly 70 and have underlying health conditions so can't go out. Unless you can get your act together quickly Ocado then you will be losing another loyal customer.”

Helpful Report

Posted 4 years ago

“Complete Disgrace of a Company I have just spent 1 hour on this site ordering my family shopping, only to find when I get to the very end that there are no delivery slots. The joke about this is that I was also waiting in their queue for 1 hour waiting to join the site so that I could do my shop. 2 hours wasted in total. Me and my family are currently in self quarantine and have not bulk bought in anyway and low on everything. This site gives people false hope. Never again, complete disgrace of a company. We cannot get our food from anywhere but wouldn't waste a penny on this site. DON'T ALLOW PEOPLE TO SHOP ON YOUR SITE IF YOU CANNOT DELIVER.”

Helpful Report

Posted 4 years ago

“Having a delivery this Sunday as always have booked the shopping and put some products which I was certain to needed, then you cancelled your website and now able to amend the shopping for Sunday, however there are no products left to even put in the basket. I have been customer nearly one year, but this is ridiculous, how do you distribute fairly, when there is no stock to be added?”

Helpful Report

Posted 4 years ago

“We booked a slot and made an order 1 week before the requested delivery date. We were able to edit the order until the night the day before delivery. However we were notified in the morning of the delivery date that some items were not available with no option to add new ones. Given the current situation we didn't take too much notice. During the day we got an e-mail that the delivery would be an hour or so late. Again, we didn't make a fuss about it. However 10 minutes after our delivery slot, the driver called us to inform us that he has no more driving time and can't make the delivery. Our order essentially cancelled and we couldn't reach ocado's support chat or line. After 1:30 hour we saw at the website that we could book a new delivery slot after two weeks. This is totally unacceptable. They pride in 1 hour slots. They should try to make the deliveries and take pride on delivering an actual service. We'll never use Ocado again. Totally unreliable, with no customer support.”

Helpful Report

Posted 4 years ago

“Wow Ocado customer service? There is none . You like to take money but not deliver. You are not consistent with service , avoid us other supermarkets #bringback the high street please !!!”

Helpful Report

Posted 4 years ago

“Disappointed I ordered something a week a go and now they email me saying is out of stock I ask them if I can reorder it they said no I can’t do that . I told ask them to delete my account and they say “okay” he did it right away like he couldn’t wait for me to go am glad I did thanks to Tesco and Asda”

Helpful Report

Posted 4 years ago

“I normally don’t leave any feedbacks but the customer service is pretty bad. item was out off stock that I been waiting for a week and they said they couldn’t reorder i was really not happy and I told them to cancel my ocado account he says “okay” nothing else the guy sound like he hates his job and board. Glad I left”

Helpful Report

Posted 4 years ago

“Ocado is not consistent with their policies.. drivers can arrive 1 hour late of the delivery slot and nothing happens.. but it doesn’t work both ways.. they don’t wait for anyone and then when asking for redelivering they just say they will charge you anyway with no delivery.. Agree with other comments.. service has worsened so much.. I used to buy every week from ocado and now I’ve just told them I won’t do it anymore.. Funny thing is they don’t really care.. customer service says I’m sorry to hear that.. can I help you with something else? ...... :((”

Helpful Report

Posted 4 years ago

“I hear that you don't mind your employess working with D and V really!!! handling food!!!!because if they they don't come in the agencies sack them i know this happens first hand. It's a dissgrace how the agencies and your management treat people this happened to my grandson because he was almost at his 3 months working at your Tamworth warehouse and after he had only one day off was let go shame on you. Do you acctually know whats going do you even care that people are human beings have a family and mortgage and bills to pay. Don't think the media will be very impressed !!!!do you”

Helpful Report

Posted 4 years ago

“Deliver over an hour late (this happens alot if early morning, late evening) and i had to go to work. Rang them and organised a redelivery. Delivery still arrived. Redelivery next day also still arrived but but was sent to my old house. Was told i wouldn’t be charged for one of the deliveries. However i was charged. Rang to explain and organise refund and the ‘customer service’ rep wouldn’t accept that a refund had been offered and kept debating with me about why it should be refunded. Until I asked to speak to a supervisor. Promised a call back from a supervisor within the hour. Still waiting. Ocado used To be great but has really gone down hill in the last 12 months.”

Helpful Report

Posted 4 years ago

“Everything is ok until it's not ok... So last time we did shopping my partner was home waiting for delivery (2-3 pm). They didn't arrive to our flat, I don't understand why (our intercom is working, checked it). They called me, but I was at work and couldn't pick up. I called back about 3:15 pm. They said 'there was no response from property' (how??? again, my partner was waiting at home), but they said they would re-deliver, fantastic. Then they put me on the hold and after that they said they are not able to do that! AND I HAVE TO PAY FOR EVERYTHING, AGAIN: EVERYTHING, EVEN THOUGH NOTHING WILL BE DELIVERED. I was shocked. Wrote the email, they called me next day OFFERING NEXT DAY DELIVERY, without frozen products... Ugh ok but let's do it, I am glad to save at least a bit of money. They call me again. Now they say THEY WILL NOT DELIVER. But I will be charged for only for frozen & fridge stuff. Ugh. Well, still better than paying full amount. I write an email to confirm the final version... AND I GET THE ANSWER THAT I HAVE TO PAY A FULL AMOUNT. Wtf??? So I got two different pieces of information the day before and they're both incorrect??? I wrote a few more emails. But they seem to think that they can tell you whatever they want and change it a few times as they want. It seems highly unprofessional. A decent company would offer to stick to conditions that were offered (one of two different versions, I would be happy with any; even though, to be honest, I still think that it's not even my fault that delivery didn't arrrive). Except of that one situation, the shop is quite expensive, but acceptable with some discounts they offer... It becomes worse when you paid already and waiting for a delivery and it turns out that they didn't have a product available that is a key product for you... So you ordered shopping, but still have to go to the shop to get that stuff. Just warning.”

Helpful Report

Posted 4 years ago

Ocado is rated 4.1 based on 2,621 reviews